How useful is NPS for understanding patient experience?
Healthcare providers are increasingly using Net Promoter Score (NPS) to capture patient feedback, but how effective is it really? Originally crafted to measure brand loyalty (think Apple or Nike), NPS has found its way into ...
What One Patient’s Story Teaches Us About Safer Discharge Practices
After a major surgery, patients are often sent home in a vulnerable state tired, in pain, and sometimes disoriented due to medication. For one woman, this experience became a challenge as she tried to manage ...
The Chicken and Egg – Staff Engagement and Patient Experience
It's an endless debate – do happy, engaged staff deliver better patient care? Or, does effective, safe care result in happier, more engaged staff? In a time of enormous financial pressure and staffing shortfalls, there ...
How Do PREMs and PROMs Work Together?
Patient-Reported Experience Measures (PREMs) and Patient-Reported Outcome Measures (PROMs) are terms that are easily used and sound the same. However, even though they are complementary, they are also very different, especially when we consider what ...
